server errors, policy processing, JAVA, etc. - then case closed??? WHY???

I've posted all the info here and got no help. So I started a case using the online facilities. I received an email and a call, asking for more details, which I sent. Then they called saying they'd review the information and call me back later. It was the end of the day for me, so they said if they didn't call back in the next hour, they'd call the following Monday. Fine - except Monday, then Tuesday, then Wednesday and so on went by, no call. I sent more information agian via email - got a response back - THE CASE HAD BEEN CLOSED!!!!!!!!!!! When I get the "how did we do" emails, I responded back - not well at all, no resolution but the case was closed.

Case # 03797330 –Case Closed

I have responded in that way a couple of times, I've tried to forward all sorts of detail about this - nothing.

What gives? No responses here, nothing helpful, and then I get indications that even the support case had people confused, and it was just closed.

My take - this level of support was outsourced and I know how that works - paid per case, like a car salesman - sell more, earn more. Cases - close more, earn more. In this case, I'm posting here and contacting our rep. because so much time has passed - it needs fixing, and I need more than beginning assistance. This is a critical server error and has been going on for weeks now. And as it typical with me - by the time I realize it's beyond me - it's pretty big. I don't call first level, when I need help I'm nearly to the engineering mode by that time.

Because I am SO busy and do so many different things here, email works best. I try to stress that - and there used to be a place for "preferred contact" since I can't always take a phone call. It's hard to drop things and get into a 30 minute call unless it's scheduled, but email works best for me.
I can supply anyone with more information than they can handle. If there's an idea on how to solve, then they can remote in and check - or better yet - send me instructions on what to look at, check for, or what to try as a solution.  I'll apply it first few free minutes I get.

I'd also like to know why I'm referred to with a 1 after my name - this is also a first - it's always just been my name as Ive been registered for years, with no 1 after my name - have I been mixed up with another customer perhaps?

Dear Bill Dickerson1,

Case # 03797330 has been closed by your support representative If you would like to open a new support case, please call us using your local Symantec Enterprise Support Services number. Additional contact information can be located with the link provided below.

**The servers are running SEPM RU2, and SEP RU2 - in other words, clients, servers and management is all current.**

Here is but one sample of the error - and it says HI, but it pops this error with most policy changes I make.